HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

Module Description:This unit describes the performance outcomes, skills and knowledge required to resolvecomplex or escalated complaints and disputes with internal and external customers andcolleagues. It requires the ability to use effective conflict resolution techniques andcommunication skills to manage conflict and develop solutions.

Module Overview:The program is twenty (20) hours in duration, comprising of four (4) hours per week for oneteaching block of five (5) weeks.To achieve competency in this unit students must demonstrate their ability to:1. Identify conflict situations2. Resolve conflict3. Evaluate conflicts and resolutionsYou are required to demonstrate skills in:Communication to deal with conflict sensitively, courteously and discreetly through useof conflict resolution techniquesCritical thinking to analyse and decide on the best resolution for conflictInitiative and enterprise to consider and suggest changes to workplace practices toavoid future conflictLiteracy to research sources of internal and external assistance to resolve conflict;write reports including comprehensive details of the conflict, the parties involved,discussions with all parties and the resolutionsProblem solving to identify and resolve conflicts and minimise the impact oncolleagues and customersSelf management to take responsibility for conflict outcomesTeamwork to discuss and resolve conflicts between team members.You are also required to demonstrate knowledge of:Types of conflict in the tourism, travel, hospitality and event industries, typical causesand resolutions:Conflict theory, including signs, stages, levels, factors involved and resultsConflict resolution and communication techniques, including:assertivenessactive listeningnon-verbal communicationlanguage stylenegotiationuse of appropriate communicationorganisational policies and procedures for complaint, conflict and dispute resolutions

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

Please refer to the Units of Competency for further details of the AssessmentRequirements.

Methods of AssessmentThere are three assessments for this module.Case studiesIn which students are provided with scenarios and are asked to interpret the informationand/or present it as a short report.Some of these may be done either in class, (individually) and others outside teachinghours depending on the schedule. You should inform students when they are due.Answers have been provided and there is a Marking guide to record student outcomes.ActivitiesIn which students are provided with activities relevant to the material and are asked toanswer them appropriatelySome of these may be done either in class, (individually) and others outside teachinghours depending on the schedule. You should inform students when they are due.Answers have been provided and there is a Marking guide to record student outcomes.Written TestStudents should be given two hours to complete the test..The test consists of 4 sections with questions designed to test both knowledge and skills:5 multiple choice questions, 10 filling in the blanks, 10 True/False and 18 Short AnswerQuestions. Students must complete them all.Tests should be administered according to the Assessment Schedule; Copies of thewritten test will be given to the trainer/assessor by the Program Manager on the day of thewritten test. The rules for the written test are explained below:Mobile phones must be off. They may not be placed on silent. Students who havebeen found to have left their phone on will have their paper confiscated.Complete all questions as directed in pen blue or black only.The use of electronic translators is not permitted.You may not talk at any time unless directed, including, when you are leaving theexam. Students talking at any time, unless directed, will have their paperconfiscated.Copying and cheating students will have their paper confiscated!Students leaving an assessment room will be deemed to have completed theirassessment and will NOT be permitted to return.Confiscated papers will not be assessed.

Assessment OutcomesThe assessment result will be given as either:S SatisfactoryHS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

NS Not Satisfactory requires re-assessment

Students will be awarded C = Competent on completion of the unit when satisfied that thestudent has completed all assessments and has provided the appropriate evidence requiredto meet all criteria. If the student fails to meet this requirement they will receive NYC = NotYet Competent and will be eligible to be re-assessed.To be deemed competent in the units, students must achieve satisfactory outcomes in boththeory and practical components of the units.

Reasonable AdjustmentRemember to make adjustment in the assessment methods for any learners with specialneeds, particularly those with language and literacy requirements.

Teacher use only: Result

ASSESSMENT THREE

SATISFACTORY/ NOT SATISFACTORY

ACTIVITIES/CASE STUDIES

ACTIVITIES1. You are giving a presentation to a group of managers at your workplace about anew process that will be introduced in the next 3 weeks. One of the managersmobile phone keeps ringing and he answers it each time. Each time this happens itis very distracting. Could conflict occur from this situation? Explain your answer.________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

2. Give an example of a potential conflict that you had to deal (or might have to deal)with between yourself and a customer. Explain why you think this situationhappened.____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

3. How would you demonstrate to a colleague or customer trust and concern?

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

4. Harry is front of house manager at ABC Restaurant. You supervise 10 staff

members on your shift and you have noticed that two of the staff members, Britneyand Rolf are not getting on with the rest of the staff members. The other staffmembers have tried to involve Britney and Rolf in conversations but both havebeen quite rude and dont seem to be interested in cooperating or being at allfriendly. The tension between the other staff members and Britney and Rolf is nowat a crisis point. Everybody is unhappy with this situation.

a. Who do you think is responsible for finding a solution in this situation? Explain youranswer.____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

Mike and Buffy work in the office of ABC Catering. They are regularly arguing with eachother because their equipment and work is overflowing into each others workstation. Withthe help of their supervisor they have defined their need as more space The supervisorthen asks Mike and Buffy to join her in the meeting room. Lets brainstorm somesolutions she says and below are the suggestions that arise from this activityRearrange the furnitureAnother filing cabinetCupboardsNot sharing the officeDoing a big clean up of unnecessary documents, etcGetting a new jobBeing neaterBigger officeMore shelvesCompacting shelves.Explain what steps Mike and Buffy need to follow now find and implement a solution to thisproblem.________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

8. CASE STUDY: Paired activity.

Read the following case studies and discuss with your class mate. Now write youranswers in the spaces provided.Students will then be asked to read out some of their answers to the class..Case Study OneA couple has come to your restaurant. They have not made a reservation and therestaurant is currently full. You explain the situation politely and ask if they would mindwaiting at the bar, as a table should be available in 5 minutes. The gentleman looks at hiswatch and says in a firm voice I hope its only 5 minutes!The table is now available and you show the couple to their table. You give them the menuand ask if they would like a pre-dinner drink. With that the man responds, We haventeven had a look at the drink list, how would we know what we would like to drink?You respond, I will leave you for a few minutes to think about it. You walk away thinkinghow rude this customer is.You return to the customers after a few minutes. The gentleman says in a loud voiceFinally youve arrived! Where have you been, all we do is wait in this place! Isnt thatright? You reply in a louder voice No sir, I did say that I would leave you for a fewminutes to think about things The customer glares at you and says Dont get smart withme, buddy! You reply, So what do you want anyway?

The evening continues with the customers making unkind remarks about the food andservice. When they leave you notice there is no tip. As the customer walks out the restauranthe says in a very loud voice, Remind me to tell all my friends how bad this place isa. Identify the levels of conflict in this scenario:Level (e.g. Discomfort)Customer giving a second rude response withoutprovocationWaiter replying to customer so what do you wantanyway?Customer walking out of restaurant making very rudecommentsCustomer stating I hope its only 5 minutes

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

9. CASE STUDY TWO

A guest has just arrived at the check in desk of your large city hotel. His clothes arecrumpled and he looks tired. It is clear that he wanting to check in as quickly as possible.As the receptionist checks for the booking the guest begins to tap his fingers on thecounter and look around. The receptionist face begins to go red. She cannot find thebooking, her phone is ringing and a long line is beginning to form. The guest now becomesangry and begins to shout at the receptionist accusing her of being incompetent.How might you solve this situation? In pairs discuss this and answer thesequestions.a. What is the problem for the guest?

HS1-13 SITXCOM401 Manage Conflict Student Guide Reviewed July 2014

Assessment Two - Class Test

SITXCOM401 Manage Conflict

Name:

Student Number:

Group:

Teacher:

Teacher use only: Result

Duration:

SATISFACTORY/ NOT SATISFACTORY

60 minutes

Instructions:1.2.3.4.5.6.7.

Complete all questions as directed.

The use of electronic translators is NOT permitted.Mobile phones must be turned OFF. A mobile phone in use during an exam mayresult in a disqualification from completing the assessment.No talking at any time, including when leaving the exam.No form of cheating is acceptable. Students caught with cheat-sheets, writing onselves or clothing, etc. will incur an immediate FAIL.Examiners reserve the right to confiscate exam papers.Students leaving the assessment room FOR ANY REASON will be deemed to havecompleted the assessment and will NOT be permitted to return to the room.